Customer Feedback

Listen And Act On The Voice Of Your Customer

To retain the loyalty of customers, it is important to deliver superior customer experience and RightNow Feedback can help you in capturing the voice of customers throughout the web, social and contact center at every stage.

Business Challenges

Flooding of customer inbox with emails and surveys from various departments

Since the feedbacks are not collated properly, actionable insights are missing

Solution

RightNow's feedback management solution gives your agents the ability to combine and respond to the customer feedbacks on all the channels — web, chat, voice, social, and email. This allows you to deliver great customer experience and proactively drive on the new sales opportunities.

Enterprise Feedback Management Solution

Dealing with contrasting and ungainly survey solutions throughout the organization increases costs and reduces efficiency. It is easy to measure and share the insights of customer experience across your organization using RightNow's enterprise feedback management software. Automatized business workflow helps you in responding to customer feedbacks proactively and closes the feedback immediately after the issue is resolved.

Quick and escalated responses due to organized workflow

Based on the feedback, robust customer segmentation is done

Opinions and concerns are tracked as topics are monitored

For easy understanding of trends, graphical reports are available

For quick resolution of customer issues, real time survey responses are used

RightNow Knowledge Foundation is used for capturing all feedback interactions

It is completely integrated throughout the RightNow CX solution

It imbues knowledge through the CX solution and provides integration as it is built on RightNow CX Cloud Platform

Create On-Target Responses That Say "We Heard You"

The integration of RightNow Feedback with RightNow CX is such that it makes sure that the right feedback is requested from the right customer at the right time. A complete view of the customer interaction is provided to every agent by automatically updating the feedback response in the customer records present in the RightNow Contact Center Experience.

Multi-Channel Enterprise Feedback Management

Collecting feedbacks across varied and unwieldy solutions makes organizations use expensive solutions which provide partial view of a customer to small number of employees.

But, RightNow Feedback Management can help you create a single enterprise feedback solution by collating companywide feedback processes which would reduce costs and enhance efficiency. The entire process of creating this feedback solution involves targeting, designing, testing, delivering, capturing, analysing, routing and then acting. The customer can use any preferable channel to communicate with you.

Monitor With Feedback Management

It is crucial to keep a track on the customer experience throughout his/her journey, starting from purchase experience till the service and support touch points, as a fault at any point can result in losing the customer and thus the revenue. Getting into the practice of gathering feedback immediately after a customer interaction with short surveys helps you keep a track of agent activities proactively and increases the chance of future profits.